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Role-based technical education and adoption programs help teams get productive quickly—reducing implementation risk and increasing utilization of purchased technology.
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Webex Contact Center Advanced course is designed to provide an in-depth understanding and hands-on expertise in the advanced functionalities of Webex Contact Center. This comprehensive course is tailored for professionals seeking to elevate their skills in the complex aspects of managing and optimizing a contact center environment.
Before registering for this course, please ensure you can answer the following questions:
If you cannot answer these questions, we recommend Administering Webex Contact Center (AWXCC)
Webex Contact Center Advanced course is designed to provide an in-depth understanding and hands-on expertise in the advanced functionalities of Webex Contact Center. This comprehensive course is tailored for professionals seeking to elevate their skills in the complex aspects of managing and optimizing a contact center environment. The students should gain proficiency in the following:
Topic: Google Dialogflow
Discovery 1: Verify the Google CCAI Integration
Discovery 2: Building a Basic Agent
Discovery 3: Integrate with Webex Contact Center
Discovery 4: Advanced functionality
Discovery 5: Monitoring and Analytics
Topic: Webex CC API's
Discovery 1: Explore the Documentation
Discovery 2: Using Postman
Discovery 3: Create a Python Script using AI
Discovery 4: Track a call thru the API
Topic: Advanced Flows
Discovery 1: Business Rules
Discovery 2: Query a Database and Parse
Discovery 3: The Recording Activity
Discovery 4: Using Pebble Templates
Discovery 5: Queue to Agent
Discovery 6: Advanced Queue Information
Discovery 7: Escalate Call Distribution
Topic: Customizing the Agent and Supervisor Interface
Discovery 1: Explore the Defaut Desktop Layout
Discovery 2: Customizing the Agent and Supervisor Layouts
Topic: Webex Connect Flow Designer
Discovery 1: Building a Flow
Discovery 2: Business Hours for Digital Channels
Discovery 3: Customizing the Chat Flow
Topic: Digital Channels Bot Builder
Discovery 1: The Bot Builder interface
Discovery 2: Configuring your first Bot
Discovery 3: Building logic into your Bot
Topic: Analyzer Deep Dive
Discovery 1: Login to Customer Journey Analyzer and Review the Default Dashboard Reports
Discovery 2: Customer Journey Analyzer User Interface
Discovery 3: Access Control
Discovery 4: Execute Stock Reports
Discovery 5: Create a Custom Report using a Stock Report
Discovery 6: Create Realtime Contact Report
Discovery 7: Create Realtime Agent Report
Discovery 8: Create Chat Reports with Interval
Discovery 9: Using Formula and Filters
Discovery 10: Enhanced Field Compound Visualization and Drill-down
Each learner must have a PC/laptop with audio/video capability, preferably with the Webex app already installed. At least one PSTN-capable phone (cell phone) is required. Although you will be using Webex Calling for Agent functionality, access to multiple PSTN phones will augment the understanding of the Webex Contact Center environment regarding routing calls to Agents – wherever they may reside.
The Administering and Configuring Amazon Connect course is a 4-day, hands-on, instructor-led training intended for administrators, systems engineers, and AWS partners. This lab-intensive course enables learners to implement Amazon Connect as a cloud-native Contact Center. The lab environment emulates a typical deployment and provides each learner with a dedicated instance of Amazon Connect. Learners initially create a stable lab environment by performing basic configuration using approved validation procedures.
Course topics include setting up accounts, navigating the Amazon Connect Dashboard, configuring basic Contact Flows to establish the customer experience, and performing day-to-day operational tasks. The course also includes advanced features that focus on creating custom call queues, defining contact attributes, using Polly and SSML in Contact Flows, and creating a typical Call Center Agent operating environment. Configuring more complex Contact Flows utilizing Lex Bots and Lambda provides experience integrating with other AWS services. Functional testing and problem isolation are featured in the Monitoring, Recording, and Reporting module.
Note: Amazon Connect is not available in all countries; a notable exception includes India.
Upon completion of this course, learners will gain proficiency at performing basic configuration and administration of Connect deployments, including integration with commonly deployed AWS services, such as Lambda, Lex, and Polly.
The Administering and Configuring Amazon Connect (ACAC) course is a 4-day, hands-on, instructor led training intended for administrators, systems engineers, and AWS partners. This lab-intensive course enables learners to implement Amazon Connect as a cloud-native Contact Center. The course contains the following lecture and lab components.
Module 1: Introduction to Amazon Connect and related AWS Services
Module 2: Instantiating and Configuring the Amazon Connect
Module 3: Contact Flows
Module 4: Advanced Contact Flows
Module 5: Advanced Features
Module 6: Advanced Agent Configurations
Module 7: Contact Lens
Module 8: Monitoring Metrics, Reports, and Dashboards in Amazon Connect
The Administering and Configuring Amazon Connect course contains the following lab activities:
To be successful, attendees must:
This course teaches IT Professionals how to manage their Azure subscriptions, secure identities, administer the infrastructure, configure virtual networking, connect Azure and on-premises sites, manage network traffic, implement storage solutions, create and scale virtual machines, implement web apps and containers, back up and share data, and monitor your solution.
Students will learn to:
Prerequisites for Azure Administrators:
Learn the basic Azure concepts you need to know as an Azure administrator. Here are the learning paths in the AZ-104
Azure Administrator series.
Manage identities and governance in Azure
Learn how to manage Azure Active Directory objects, role-based access control (RBAC), subscriptions, and governance in Azure. Here are the learning paths in the AZ-104 Azure Administrator series:
Manage identities and governance in Azure:
Learn how to manage Azure Active Directory objects, role-based access control (RBAC), subscriptions, and governance in Azure. Here are the learning paths in the AZ-104 Azure Administrator series:
Configure and manage virtual networks for Azure administrators:
Learn how to configure and manage Azure network capabilities like connectivity services, application protection, application delivery, and network monitoring services.
Implement and manage storage in Azure:
Learn how to manage storage accounts, data in Azure Storage, and Azure File and Blob storage.
Deploy and manage Azure compute resources:
Learn how to deploy and configure virtual machines, containers, and Web Apps in Azure. Here are the learning paths in the AZ-104 Azure Administrator series.
This course is for Azure Administrators. The Azure Administrator implements, manages, and monitors identity, governance, storage, compute, and virtual networks in a cloud environment. The Azure Administrator will provision, size, monitor, and adjust resources as appropriate. Successful Azure Administrators start this role with experience in virtualization, networking, identity, and storage.
The Implementing and Operating Cisco Enterprise Network Core Technologies (ENCOR) v1.4 training gives you the knowledge and skills needed to install, configure, operate, and troubleshoot an enterprise network and introduces you to overlay network design by using SD-Access and SD-WAN solutions. You’ll also learn to understand and implement security principles and automation and programmability within an enterprise network.
After taking this course, you should be able to:
Lab Outline
Knowledge and skills you should have before attending this course:
FREE CCNA Exam Voucher Included!
This training teaches you how to install, operate, configure, and verify a basic IPv4 and IPv6 network, configure network components, such as switches, routers, and wireless local area network (LAN) controllers (WLNs), manage network devices, and identify basic security threats. This training also covers the introduction of AI and machine learning (ML) in network operations.
This Learning Path prepares you for the Cisco Certified Network Associate (200-301 CCNA) v2.2 exam. If passed, you earn your CCNA certification.
Note this is an eight-day course with five days of instructor-led training, augmented by three days of self-study, which is part of the offering. All eight days are covered in the student guide.
Course Outline:
Lab Outline:
The knowledge and skills you are expected to have before attending this training are:
Who Should Attend:
The Implementing and Configuring Cisco Identity Services Engine (SISE v5.0) training teaches you to deploy, configure, and operate Cisco® Identity Services Engine (ISE) as the central platform for identity-based access control. Learning begins with the core architecture and installation and progresses through network access control, identity stores, policy design, and day-to-day operations. You will learn how to configure authentication and authorization policies, create scalable guest onboarding workflows, integrate network devices, and apply identity-based access decisions across wired and wireless environments. It also covers endpoint profiling, posture assessment, Terminal Access Controller Access Control Server (TACACS+) device administration, TrustSec concepts, certificate management, lifecycle operations, and advanced administration practices. The labs provide you with practical experience in Cisco ISE personas, certificate-based authentication, TEAP (EAP Chaining), Bring Your Own Device (BYOD) onboarding, device profiling, guest services, and policy enforcement in real-world environments. A wide range of use cases are covered, including 802.1X, MAB, and certificate provisioning. As a result of this training, you will be able to design, implement, and operate a Cisco ISE deployment that meets modern enterprise requirements for identity, security, visibility, and access control.
This training prepares you for 300-715 SISE v1.1 exam. If passed, you earn the Cisco Certified Specialist – Security Identity Management Implementation certification and satisfy the concentration exam requirement for the Cisco Certified Network Professional (CCNP) Security certification. This training also earns you 32 Continuing Education (CE) credits toward recertification.
Lab Outline
There are no prerequisites for this training. However, the knowledge and skills you are recommended to have before attending this training are:
These skills can be found in the following Cisco Learning Offering:
Understanding how Agent Outdial works—and how it differs from outbound campaign functionality—is essential for administrators, supervisors, trainers, and support teams. In this session, we’ll explore the purpose and practical applications of the Agent Outdial feature in Webex Contact Center.
Join us for an in-depth look at how advanced queue logic can improve the caller experience in Webex Contact Center.
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